Senior Customer Retention Manager Team Leadership, DataDriven Strategy, and

```html About worksphere worksphere is a global leader in live online learning, dedicated to transforming the way people acquire knowledge through cuttingedge technology. With a mission to empower learners of all ages, workspheres proprietary platform harnesses AI, data analytics, and interactive tools to connect students with expert educators in real time. Our expansive catalog spans over 3,000 subjects and offers a variety of formatsincluding oneonone instruction, small group sessions, large group classes, and adaptive selfstudy. As a publicly traded company (NYSE AFLEX), worksphere is committed to delivering exceptional value to both learners and educators while driving sustainable growth across the globe. Join us and help shape the future of education. Position Overview worksphere is looking for a dynamic Senior Customer Retention Manager to lead a highperforming team of retention specialists. In this role, you will be the catalyst for customer loyalty, renewal success, and overall satisfaction. You will partner closely with senior leaders, develop datadriven retention strategies, and cultivate a culture of continuous improvement. Your impact will directly influence workspheres expansion, revenue growth, and brand reputation as the worlds most trusted online learning platform. Key Responsibilities Team Leadership & Development Recruit, onboard, and mentor a diverse group of retention specialists, ensuring they embody workspheres values and exceed performance expectations. Strategic Planning Design and execute comprehensive retention plans that align with workspheres growth objectives, leveraging data insights to identify renewal opportunities and reduce churn. Performance Management Conduct regular performance reviews, set clear KPIs, and implement coaching plans that drive measurable improvements in renewal rates, conversion metrics, and customer satisfaction scores. Process Optimization Continuously refine CRM usage, workflow automation, and communication templates to streamline the retention process and enhance team efficiency. Stakeholder Collaboration Work handinhand with product, marketing, and customer success teams to align retention initiatives with broader company strategies. Data Analysis & Reporting Monitor key metrics, generate actionable insights, and present findings to senior leadership to inform strategic decisions. Motivational Leadership Foster a highenergy, inclusive team environment through regular meetings, recognition programs, and professional development opportunities. Compliance & Quality Assurance Ensure all retention activities comply with workspheres policies, data privacy regulations, and industry best practices. Essential Qualifications Bachelors degree in Business, Marketing, or a related field (or equivalent experience). Minimum of 3 years in customer retention, client relations, or customer success roles. Proven track record of building, scaling, and leading highperforming teams. Strong analytical mindset with experience developing retention plans and interpreting complex metrics. Excellent coaching, mentoring, and motivational skills. Ability to work independently, prioritize tasks, and manage multiple projects simultaneously. Flexibility to work occasional evenings and weekends to support global customers. Commitment to workspheres apolitical stance and focus on education as a unifying mission. Preferred Qualifications Experience in the online education or SaaS industry. Advanced proficiency in CRM platforms (e.g., Salesforce, HubSpot) and data visualization tools (e.g., Tableau, Power BI). Knowledge of AIdriven personalization strategies in learning environments. Demonstrated success in implementing retention initiatives that increased renewal rates by 15%+. Background in change management and process improvement methodologies (Lean, Six Sigma). Skills & Competencies Strategic Thinking Ability to translate data insights into actionable retention strategies. Leadership & Influence Inspire and guide teams toward shared goals while fostering collaboration across departments. Communication Clear, persuasive communication with both internal stakeholders and external customers. ProblemSolving Creative and analytical approach to overcoming retention challenges. CustomerCentric Mindset Deep empathy for learner needs and a passion for delivering exceptional service. Adaptability Thrive in a fastpaced, evolving environment with shifting priorities. Data Literacy Comfortable working with large datasets, generating reports, and making datadriven decisions. Career Growth & Learning Opportunities worksphere is committed to nurturing talent and providing a clear path for professional advancement. As Senior Customer Retention Manager, you will have the opportunity to Lead crossfunctional initiatives that shape workspheres global strategy. Mentor junior managers and contribute to the development of workspheres next generation .